Visitor
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3 Messages
Another Cable not Buried Issue - over four months and crickets with no end in sight
Cable installed to my house on 10/30/2024. It's now 3/5/2025, the marking that took place are long gone, have called multiple times with multiple tickets supposedly created, and I still have a cable running across my yard and driveway - which I'd argue is a trip hazard and safety issue. There looks to be no end in sight. Is calling a lawyer the only way I'm going to get anywhere? Whatever, I'm doing now isn't working.
I also have considered putting a sign at the front of my driveway, calling out Xfinity and the ever increasing, number of days since installation. Then maybe in a couple months I invite my local news station to come over and check it out.
At the end of the day, subcontracted or not, this is your responsibility xfinity.
XfinityThomasA
Official Employee
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2.4K Messages
2 months ago
Thank you for your feedback, chancey. You've reached the right place for help. To keep you informed about the work we’re doing, we'll text and/or email you throughout the process of replacing or installing your underground cable line. It is completed in stages. You can also check on our progress by visiting xfinity.com and clicking on the banner message at the top of the page for more details.
Note: To get text messages or emails, you must have a mobile number and/or email address on your account.
Unfortunately, we do encounter occasional delays with this type of work. So your aware delays can be caused by:
Permits: In some communities, we're required to apply for and receive a permit before we can replace the underground cable line.
Permit approvals can take between five and 30 days.
Weather Conditions: Weather conditions, such as snow and rain, can impact both the equipment used to bury the cable line and the ground conditions in such a way that we're unable to dig.
Since weather is unpredictable, the amount of time these delays may cause is also unpredictable.
Underground Utilities Locates (If Applicable): All utilities must either mark their lines or let us know they have no lines where we are digging.
Delays can happen in the survey process performed by public utilities.
Other Issues: Other delays can be caused by special events, area construction, etc. that may limit our access, or we may need other equipment to perform the work at your home.
In the event of one of these delays, you'll be contacted by our underground crew who will explain the issue as well as provide an estimated time for completing the work.
Our team would be happy to help. For us to take a closer look, please send a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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